Technical Support Specialist

Sergio E. Varona

Located in Burlingame, CA and comfortable to work Onsite

Why Should we Interview You?

Possess over 10+ years of expertise as a desktop support specialist, providing technical support for hardware and software issues across large user bases (500-1,000+ users).

Skilled in supporting and troubleshooting a wide range of devices, including Windows computers, Macs, iPads, iPhones, and Android phones, with 3 years of JAMF experience for device management.

Over 2 years of experience with Okta, holding an Okta certification, showcasing advanced knowledge in identity and access management.

Adept at providing technical support through various channels, including phone, chat, email, remote, and in-person, ensuring comprehensive user assistance.

Proficient in using the MS Office Suite, with additional experience in data centre operations, showcasing versatility in handling diverse technical environments.

Exceptional communication and documentation skills, coupled with strong problem-solving abilities, multi-tasking, and excellent customer service, ensuring efficient and effective technical support.

Areas of Expertise:

Application support

C-Suite / White Glove Support

Network Administration

Installation and Configuration

Troubleshooting

Root Cause Analysis

Mobile Device Support

Audio Visual support

Supported Financial software

Jira and Confluence

Migrations

Ticket Management

IT Asset Inventory Management

Network Technology

Documentation / User Guides

Data Backup/Restoration

Technology Proficiencies

Software: Application and hardware support. Used ServiceNow, PowerShell and Python scripting. Supported Bloomberg and Bloomberg terminal. Used RIS for system re-imaging. Supported Sophos, Splunk, Jabber, McAfee Anti-Virus and used other Anti-Virus and Anti-mailware software. Used Salesforce, SMS, Wi-Fi and VPN software. Knowledge of ASP. Worked with IIS, SQL and Oracle. Supported Office 365. Network administration. Migrated users to Windows 10 and 11. Worked with Jira and Confluence. Worked with JAMF, Cisco Software, OS X, Linux, SQL queries, HTML, CSS, and JavaScript. Windows 10, Windows 11. Worked with Mac OS, G-Suite. Supported Okta SSO. Worked with MFA and MDM. Mobile app support. Used Exchange. Performed Azure and Intune administration. VDI and VDA setup, supported VM Ware. Audio video support, Sharepoint. Supported Adobe Suite and Capture One. Worked with MFA. Used Salesforce. Worked with Azure cloud. Used Airwatch and Xenapps for MDM management. Supported Citrix.

Networking: DNS, TCP/IP, DHCP, BGP, LDAP and various other internet protocols. Worked with Workspace One. Worked with Apache, Tomcat, HTML, XML, JSON, MS Server 2012, 2016,2019. Worked with Active Directory, Cisco routers, switches, and firewalls. Worked with FTP, SSL. backup systems. Familiar with IIS, .NET, MVC, SQL, SSIS, SSRS. Worked with Cisco equipment, supported Wi-fi. Used RMM tools.

Email/Chat: MS Outlook 2010, 2016, 2019 and 2021. Slack, Zoom, WebEx, MS Teams and Jabber.

Education:

Associate of Science in Business Management - Canada College, Redwood City, CA.

Certifications:

OKTA Certified

A+ Certified Computer Technician

ITIL Foundation v4

Professional Experience:

Amentum - San Francisco, CA Sept. 2023 – Feb. 2024

Network Administrator

Worked for the Department of Homeland Security.

Application support. White glove C-Suite support. Supported Office 365, Mobile device support, Intune, Azure cloud, MFA and MDM.

Processed onboarding/offboarding employees and contractors. Worked on projects. Wi-fi support. PowerShell scripting.

Worked with SCCM/WSUS, supported printers, used MySQL. Worked with audio/visual conference equipment.

Assisted in Audio/visual conferences and meetings. Setup workstations and laptops. Setup office phones. Used Cisco Call manager.

Supported over 500+ users.

Used Airwatch and other MDM software. Supported iPad, iPhone. Used SharePoint. Involved in Network upgrades.

Worked with switches, firewalls, racks, cabinets, multi-port data termination panels. Supported desktops, laptops, mobile devices and network. Hardware deployments/ retrieval. Inventory control. Worked with JavaScript.

Used ServiceNow. Supported Microsoft Teams and Zoom.

AgreeYa Solutions - Folsom, CA May. 2023 – Aug. 2023

Service Desk Technician position

Worked for the City of Palo Alto

Application support. White glove C-Suite support. Supported Office 365, mobile device support, Azure, MFA.

Processed onboarding employees and contractors.

Involved in mobile device management and deployments. Worked on projects as directed. Worked with GitHub and APIs. Supported printers.

Worked with audio/visual conference equipment. Worked on Macs, Windows computers, iPhone and Android phones. Supported audio/visual conferences and meetings.

Setup workstations and laptops.

Setup office phones using Cisco Call manager.

Worked with Airwatch.

Troubleshoot software and hardware issues. Smart hands work.

Remote and in person support.

White glove support for executive and administrative employees.

Supported apple computer with JAMF.

Supported iPad, iPhone and Android phones. Supported 1000+ users

Troubleshoot technical issues using root cause analysis.

Worked with switches, firewalls, racks, cabinets, multi-port data termination panels. Worked with Service Now\CMDB. Wi-fi support.

Used Intune, PowerShell scripting. Involved in projects. Hardware deployments and retrieval. Supported Adobe Suite.

Supported scanning software including Capture One. Used SCCM and Zoom admin portal. Supported One Drive.

Supported Webex and Microsoft Teams.

HIG Capital - San Francisco CA Aug. 2022 – Apr. 2023

Service Desk Technician

Supported financial software and standard software used in day-to-day business operations. White glove executive support C-suite.

Supported Office 365. Supported Bloomberg and Bloomberg terminal. Used Azure cloud, Intune, MFA Authenticator.

Processed onboarding and offboarding employees and contractors. Inventory management. Worked on projects as directed. Azure administration.

Involved with Microsoft Teams administration. Office 365 administration. Supported printers. Used CyberArk, performed network troubleshooting.

Setup Zoom meetings, worked with audio/visual conference equipment. Used root cause analysis to troubleshoot technical issues. Involved and reported on projects.

Supported Audio/visual conferences and meetings. Setup workstations and laptops. Setup office phones using Cisco call manager. Involved in projects as needed.

Supported the San Francisco office and the Los Angeles office. I.T. Asset tracking. Setup VMware VDI and VDA.

Supported global users in different time zones. Resolved customer requests and issues with software and hardware.

Supported 500+ users.

Used Fresh Service for tickets.

Supported Factset and CapIQ, SharePoint.

Supported iPad and iPhone. Worked with JAMF.

Supported Zoom rooms. Used AWS, Intune.

Worked with SQL and Oracle and Proofpoint. Worked with switches, firewalls, racks, cabinets, multi-port data termination panels.

Smart hands work. PowerShell scripting, and SQL.

Worked with other remote techs rendering assistance if needed.

Used MySQL and JavaScript. Performed wi-fi troubleshooting and support. Hardware deployments and retrieval. Supported Windows, Mac computers, iPad and iPhone.

Deployed, retrieved and managed mobile devices. Supported SharePoint. Used SCCM, supported Zoom and Webex.

Supported printers both local and network. Re-imaged computers and migrated software.

Cognizant/Work in South San Francisco For Astellas Pharmaceuticals – CA Mar. 2022 – Jul. 2022

Senior Desktop Support Technician

Supported various applications. Executive white glove support. Supported Office 365, mobile device support and printer support.

Supported 1000+ users

Processed onboarding/offboarding of employees and contractors. PowerShell Scripting. Hardware deployments and retrieval. Inventory control. Worked on projects as directed. Worked with SCCM, OKTA, Office 365 administration. I.T. Asset tracking. Used Service Now for ticket management. Jira and Confluence. Worked with SQL. Supported Chrome OS.

Resolved customer requests and issues with software and hardware. Supported Windows computers, Macs, iPad, iPhone, Android phones and SharePoint. Used root cause analysis to troubleshoot technical issues.

Used Fresh Service and Service Now ticketing software to keep track of tickets and documentation. Supported Citrix VDI. Used AWS, Azure and Intune. Used Google Cloud. Worked with MySQL and JavaScript. Supported One Drive.

Insight Global - San Francisco, CA Sept. 2020 – Mar. 2022

Senior Desktop Support Technician II

Worked for Rodan and Fields

Supported applications. Provided C-Suite white glove support.

Worked with AWS, GCP and Azure. Supported Windows systems and MACs. Performed maintenance and troubleshooting including network connectivity.

Worked on projects as directed. System administration. Ran asset reports on MACs and Windows PCs. Used SharePoint. Okta and Office 365 administration.

Used PowerShell scripts. Supported apple computer and apple iPhone by JAMF. Smart hands work. Hardware deployments and retrieval. Inventory control. Onboarded and offboarded employees. Wi-fi support and troubleshooting.

Supported printers. VPN support. Worked with Jira and Confluence. Supported Citrix VDI, Exchange. Zoom for video conferencing and file sharing.

Supported Web based applications including Zoom and Webex.

Worked with Microsoft Teams.

Worked with JAMF. Supported iPad and iPhone.

Worked with SQL. Worked with other technical departments including network engineering, desktop engineering and business intelligence.

Used Airwatch for MDM. Used MySQL and JavaScript. Used ServiceNow.

Supported 1000+ users

Wipro LLC - San Francisco, CA Oct. 2019 – Jan. 2020

Inventory Lead

/ Worked for Uber

Team leads for IT Inventory management technicians. Involved in project management. Re-imaged Macs and PCs.

Involved in IT inventory control and metrics reporting. Troubleshoot PCs, MACs, iPhone and iPad issues.

Involved in planning meetings and multi-office weekly team conferences. Worked with Jira and Confluence.

Used JAMF, Teqtivity, Onelogin, Google Office, Office 365. Involved in all aspects of Asset Management.

Involved in the training of current and new employees. Technical support resolving software and hardware issues.

Used Zoom for video conferencing and file sharing. Supported Web based applications. Used JAMF.

Worked with other technical departments including network engineering, help desk and technical innovation department. Re-imaged and deployed MACs and Windows systems. Hardware deployments and retrieval. Inventory control. Supported Macs.

Leidos- San Francisco, CA Nov. 2018 – Jul. 2019

Senior Desktop Support Technician

Worked for the Federal Anti-Trust Division

Installed and configured software and computer systems resolved issues through troubleshooting. Worked with clients and colleagues to solve their technical problems. Executive white glove support. Desktop, laptop and network support. Performed network administration.

Maintained procedures and reports to provide technical support to the organization. Worked with Cisco Telepresence VTC units. Worked with AV equipment including setup and scheduling. Used ServiceNow. Worked with MFA and MDM.

Monitored the active network and server infrastructure and performed routine preventative maintenance. VPN support. Supported wireless network and resolved Wi-Fi issues and supported VOIP telephone systems.

Worked with software and hardware tools. Assisted users to gain access to shared folders on the network, tracked defects and documented and logged escalated support tickets. End user support face to face, remote control and via telephone and using Microsoft Teams. Supported Windows and Office 365. Supported PCs and MACs. SCCM administration. Smart hands work. Hardware deployments and retrieval. Inventory control. Supported Adobe Suite and Capture One software.

Worked with web-based applications. Supported mobile devices. Used AirWatch for MDM. Worked with JAMF. Worked with SQL and Oracle. Worked with Salesforce. Used Citrix VDI and supported SharePoint. Re-imaged computers.

Provided support for printers, scanners and setup audio visual meetings in conference rooms. Worked with Jira and Confluence. Used Cisco Call Manager for telephony support. Worked with VMs. Worked with VDIs and VDAs.

Inventory control and management. Worked with Webex, Skype, Cisco video equipment, MS Teams. Held a public trust security clearance. Used PowerShell scripting and used SQL. Used Intune and AWS. Worked with Big Fix. Wi-fi support and troubleshooting. Used Service Now. Worked with JavaScript. Supported One Drive.

ACC and Focused Management Inc - San Francisco, CA May. 2014 – Sep. 2018

Senior Desktop Support Technician

Worked for the Consumer Financial Protection Bureau

Active directory administration. Executive white glove support. Resolved issues of connectivity, SQL, Active X, and client-server hardware and software issues. Assisted users to gain access to shared folders on the network. Tracked defects, documented and escalated support tickets. End user support - face to face, remote control and via telephone and Skype for business.

Supported Windows and Office 365. XenApps virtual environment for access to office applications and supported Citrix. Worked with Jira and Confluence. Worked with JAMF and Salesforce. Supported Citrix VDI. Worked with PowerShell.

Supported western region employees by upgrading laptops and desktops, assisted with significant equipment moves and rollouts, and resolved network issues. Provided desktop support resolving technical issues and completed user requests. Setup meetings using audio visual equipment in conference rooms.

Technical support on A/V equipment. Trained users. Deployed equipment for onboarding employees and retrieved equipment from offboarding employees. Worked with DNS functions, IIS, and SQL Server. Provided technical support on mobile devices. Supported SharePoint. Exhibited proficiency with TCP/IP, SMTP, FTP, HTTP & other protocols.

Worked with Citrix. Worked with .NET, BigFix. Participated in Windows migrations.

Worked with web-based applications, JavaScript, and HTML.

Supported Apple products including iPhone. Supported Android phones. Supported attorneys in the legal department and their assistants. Supported One Drive. Used Airwatch.

Inventory control and management. Supported and troubleshoot wireless technology.

Worked with service desk technicians providing assistance if needed.

Involved in projects and reported on projects. Used root cause analysis. Wi-fi support. Made security and technical recommendations. Helped to resolved network issues and assisted in network upgrades. Used MySQL and JavaScript..

Supported Windows and MAC computers. Worked with Skype for Business, Used Webex, Crestron, Polycom, Telepresence. Cisco codecs and equipment. Worked with AV equipment including setup and scheduling. Performed System Administration. Worked with switches, firewalls, racks, cabinets, multi-port data termination panels. Used PowerShell scripting. Used SolarWinds and Salesforce remedy.

Accessdata - San Francisco, CA Dec. 2011 – Oct. 2013

Help Desk Analyst

Supported external customers with the use of Enterprise software.

Solved network issues with connectivity, SQL, Active Directory, and other client-server software and hardware, DNS functions, IIS, and SQL Server. SAAS experience. Supported Mac users. Used SharePoint.

Demonstrated proficiency with TCP/IP, SMTP, FTP, HTTP, DNS and other protocols. Supported executives by phone.

Analysed SQL errors, JavaScript, and HTML. Troubleshoot .Net web based applications with IIS and SQL Database Layers. Used SQL Knowledge to query SQL database. Used MySQL and JavaScript.. Worked with Jira and Confluence.

Worked on laptop software issues, permissions, and network issues. Supported web based application.

Insight Global - Palo Alto, CA Sep. 2011 – Dec. 2011

Technical Support Analyst

Worked for Stanford Hospital and Clinics

Team lead for desktop support technicians. Supported customers with desktops, laptops, Smart Phones, including Blackberry, Androids, iPhones, and iPods, and managed inventory. Supported hospital executives and assistants.

Enabled ports for users and resolve connectivity issues, worked with web-based applications, and supported large equipment moves. Wi-fi support. Smart hands work. Hardware deployments and retrieval. Inventory control.

Troubleshoot network connectivity issues and resolved them.

Provided technical support on printers and other peripherals.

Robert Half Technology - San Francisco, CA May. 2011 – Jul. 2011

Software / Network Technical Support Analyst

Worked for First Republic Bank

Resolved problems for users through first level support for internal and external users.

Conducted troubleshooting of issues with web-based applications. Supported bank executives.

Researched solutions and created policies and procedures for user computer issues.

Installed software and maintained hardware. Supported Bloomberg and Bloomberg terminal.

Setup and configured Blackberry and iPhones and resolved user VPN and remote connection issues.

Insight Global - Francisco, CA Jun. 2007 – Nov. 2010

Software / Network Technical Support Analyst

Worked for Stanford Hospitals and Clinics and Catholic Healthcare West, Palo Alto

Resolved hardware and software issues, reimaged new desktops and laptops and installed software and web-based medical applications. Desktop support. Rollout of Computer on wheels project. Supported MAC computers.

Created and updated tickets using Remedy ticketing system. Network administration. Supported hospital executives.

Supported VPN users and set up VPN connections and worked with VBS Batch scripts.

Maintained inventory of IT assets, and trained end-users on the use of their systems.

Insight Global - Mountain View, CA Mar. 2006 – May. 2007

IT Desktop Engineer

Worked on Multiple contracts including in a Microsoft Data Centre

Performed break/fix troubleshooting on laptops, PCs and peripherals, Blackberry phones, and Palm handhelds.

Received and created trouble tickets through Remedy and Salesforce Ticketing. Server cabling and maintenance.

Worked in a Microsoft Data Centre as a technician. Performed network backups.

Imaged new and old systems with Symantec Ghost, worked with batch scripts and worked on routers and switches.

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